Complaining to a business is often straightforward. However, if you have a problem with a product or a service, try the options for returning an item before contacting Consumer and Business Services (CBS).
Resolving issues and lodging complaints videos on the CBS YouTube channel also offer some good advice about getting a refund, a repair, or a replacement. You can choose from a list of preferred languages - Arabic, Dinka, English, Farsi, Nepalese, Tamil, and Korean.
A complaint letter should include all the information the business needs. Consider using the Australian Competition and Consumer Commission's interactive complaint letter to write your letter and then copy, email or print it.
If the business has closed down, you can contact the manufacturer directly.
If you're not sure whether the consumer guarantees apply to a specific purchase, try the Australian Competition and Consumer Commission's Repair, replace, refund problem solver.
Consumer complaint checklist
I have:
- checked that the item or service is covered by a consumer guarantee
- kept my receipt or proof of purchase
- attempted to contact the seller to fix the problem
- kept a record of my contact with the seller.
Contact CBS
If speaking to the business hasn't fixed the problem, contact CBS:
- call 131 882 for advice
- use this online form to make an enquiry or complaint to CBS.
If you need legal help visit the Legal Services Commission website for 24-hour advice.
